A discussion about the changes customers have faced. The channels they were forced to use, wait times, the impact on goods and services consumed, and the availability of shop fronts. We discuss the trend for VOC, NPS and other metrics during the initial period and how has it been trending since then.

Have customers been more tolerant and understanding or more intolerant of poor service due to the impact of Covid-19? What are the new experiences companies should be designing for?

Hosted by Dr Steve Nuttall, Director at Fifth Quadrant and Mat Wells, Solutions Consultant at Verizon.

This weeks guests include Amelia Diggle and Teresa Clarke. Amelia is a Service Designer at Verizon Connect. Teresa heads up client service management for enterprise and government customers at Verizon.

Together they talk about the future of designing customer experience, the shift of focus from technology to functional outcomes and problem solving.

This is the third episode in a series of discussions with business leaders about the customer experience of the future, providing valuable insights and tips to help businesses navigate their way through the current pandemic with speed and agility and deliver a great experience to both their customers and their employees.

Relevant links.
CX Maturity Report
The 7 Stages of a Pandemic
Verizon Business
The Smart Workplace
Connecting Employees and Customers